Frequently Asked Questions

PerfectSpeed/PerfectDisk Live

• I have a trial subscription to PerfectSpeed and am having trouble downloading. When I try to download, I get a message that the digital signature isn't valid or that the file is corrupt.

  AOL's TopSpeed download accelerator can sometimes prevent PerfectSpeed from being downloaded completely. AOL's solution at this time is to disable TopSpeed and redownload PerfectSpeed again. To turn on or turn off TopSpeed, you will need to know the version of the AOL® software installed on your computer. You can find this information by following the instructions given in the online help article How do I determine the version of the AOL software I have?

  Please click the link corresponding to the version of the AOL software installed on your computer for instructions to turn on or turn off TopSpeed Web acceleration.

  AOL 9.0
  AOL 9.0 SE/LE
  AOL 9.0 Optimized
  AOL Desktop

  If you are running AOL 9.5, AOL 9.1, or AOL 9.0 VR, to turn off TopSpeed, please follow the instructions below:

  • Run Task Manager
  • Select the aoltpsd3.exe process
  • Click the End Task button

• I have forgotten my PerfectSpeed or PerfectDisk Live logon password.

  The PerfectSpeed and PerfectDisk Live subscription is not serviced by Raxco Software, so we are unable to assist you with your logon password. For assistance, please go to https://tryandbuy.com/CustomerService or email your logon password request or problem to support@tryandbuy.com.

• My credit card is currently being billed for a subscription to a product called PerfectSpeed PC Optimizer or PerfectDisk Live. How can I cancel this subscription?

  If your email is with AOL, here are your cancellation instructions:

  • 1. Click here: PerfectSpeed Subscription Cancellation Instructions
  • 2. Alternatively, you can cancel PerfectSpeed by calling AOL Customer Care at 1-866-485-9217 between 8AM and 1AM EST Monday through Friday, and between 8AM and 10PM EST on Saturday.

   

  If your email is with a NON-AOL email provider (examples: comcast, verizon, gmail), here are your cancellation instructions:

  • 1. Click here: https://tryandbuy.com/CustomerService
  • 2. Fill out the form with your request.
  • 3. You will be contacted accordingly via email.

Products

• How do I know exactly which product(s) are right for me?

  Click on the link below to see a detailed chart that lists how each product is different so that you can easily decide which ones are right for you:
  
  Products and Descriptions of Features

• What's new in PerfectDisk 11?

  
  To see a list of new features added to PerfectDisk 11 click the link below:
  
  What's New: www.perfectdisk.com/whats-new

• Will the PerfectDisk 11 vSphere Bundle work with VMware ESX and vSphere?

  Yes. The PerfectDisk 11 vSphere Bundle works with both VMware ESX and vSphere.

• What are the minimum OS and hardware requirements for using PerfectDisk 11?

  Click on the link below to view system requirements for PerfectDisk 11.
  
  System Requirements for all PerfectDisk 11 Editions

• Do Raxco Software products comply with the software requirements of Section 508 under the Rehabilitation Act of 1973?

  Raxco Software, Inc. is of the opinion that its products, as currently configured, comply with the software requirements of Section 508 under the Rehabilitation Act of 1973, as currently in effect. Questions relating to this compliance should be directed to Joseph Abusamra, Vice President, Operations, Raxco Software, Inc. at jabusamra@perfectdisk.com

Sales

• How can I contact a PerfectDisk Corporate Sales representative?

  Email: EnterpriseSales@perfectdisk.com (24 Hours)

  Toll Free: 800-546-9728

  Direct: 301-527-0803

  Monday to Friday: 8:00 a.m. (EST) - 6:00 p.m. (EST)

• How do I purchase PerfectDisk from a Reseller?

  PerfectDisk can be purchased from resellers and distributors that service every country around the world. Some of our partners can be found by clicking on the link below. If you can’t find a partner to assist you, please email ChannelSales@perfectdisk.com or call PerfectDisk Channel Sales directly at 301-519-7753 or 800-546-9728 x7753 and we will connect you with a partner.

  Worldwide Resellers and Partners

• Can I receive a volume discount when purchasing online from the PerfectDisk Download Store?

  Click on the Online Volume Pricing Calculator link below and you will be provided with multiple volume discount options.
  
  Volume Calculator
  
  

Customer Service

• How do I contact PerfectDisk Customer Service?

  Customer Service is available by email 24 hours at customerservice@perfectdisk.com

  
  

  Customer Service is also available by phone:

  
  

  Monday - Friday: 8:30 a.m. (EST) - 5:30 p.m. (EST)

  Direct: 301-519-7806

  Toll Free: 1-800-546-9728 x7806

  
  

  Monday - Friday: 2:30 pm (PST) - 6:00 pm (PST)

  Toll Free: 1-800-650-7097

  
  

  For additional customer service issues or suggestions:

  Contact: Wendy Clontz, Manager of Customer Service

  E-mail: wclontz@raxco.com

  Direct: 301-519-7806

  Hours: Monday to Friday, 8:30 am to 5:30 pm (EST)

• How can I redownload the software that I have already purchased?

  Click on the link below and choose the product(s) that you have already purchased. Please remember that after the software is installed, you still need to enter the license key(s) that were provided when you purchased or when you were sent the version upgrade by Raxco. To locate your license key, please refer to your original purchase receipt, which you should have received upon the completion of your purchase. If you elected Extended Support and Upgrade Protection with you purchase, it is especially important that you retain your purchase receipt. Your purchase receipt provides every detail and instruction that you need for access to your customer account and for continuous redownload capabilities, according to the terms of our Support and Upgrade Protection.

  Software Redownload Center

• What if I can’t find my original purchase receipt?

  If you do not have your purchase receipt, please send a request with as much information regarding your original order as possible. Include the email address used when the original order was placed and send the request to: customerservice@perfectdisk.com

• Can I order a CD at the time of, or after my purchase from, the PerfectDisk Download Store?

  You will have the option to add a Back-Up CD to your purchase after the product(s) have been added to your cart.

  If you did not include a Back-Up CD with your purchase, you can add a Back-Up CD to your existing order by logging on to the PerfectDisk Download Store selecting your order and then clicking  the Order link for Backup CD.  If you would like to purchase a Backup-CD, Logon to the PerfectDisk Download Store and add a Backup-CD to your existing order.

• How do I change my email address from what is currently listed in my online purchase receipt?

  You are able to manage your account to update your information as needed. Here is what you should need, along with your log in details from your purchase receipt:

  To login: https://cart.raxcoestore.com/cgi-bin/settings?mode=hooded

  After login, To view the "My Account" page, where orders are catalogued: https://cart.raxcoestore.com/cgi-bin/info?mode=stmt

  Also after login, to hop straight to the change-of-address form for billing: https://cart.raxcoestore.com/cgi-bin/settings?modus=modify_address&mode=modify_address&href=%2Fcgi-bin%2Fdetails&ADDRESS.x=29&ADDRESS.y=13&ADDRESS=ADDRESS

  *Please Note: If you do not have your original purchase receipt:

  Submit your request under the contact tab here: Customer Service Tab

• How long does it usually take for the CD that I purchased online to arrive?

  Please allow 1 week for US shipments and up to 2 weeks for shipments outside of the US.

• I get an Access Denied message trying to login to PerfectDisk Live.

  The PerfectDisk Live subscription service is not offered by Raxco Software, so we are unable to assist you with your logon password. For assistance, please go to https://tryandbuy.com/CustomerService or email your PerfectDisk Live logon password request or problem to support@tryandbuy.com.

Billing

• Who do I contact if I have an issue/question pertaining to an online purchase, payment, return, or CD shipment?

  See if your issue/question is covered in the Online Store FAQ section below:
  

  https://cart.raxcoestore.com/cgi-bin/pages/rnfaq

  
  

  If your question is not covered in this section, click the Contact tab in the FAQ section and provide us as much detail as possible so that we can quickly resolve your issue. Providing these details online allows you to track the resolution status in the FAQ section using the Your Questions tab.

  
  

  Should you still require additional assistance, please contact the PerfectDisk Online Purchase Customer Service Center at 1.800.650.7097 or PerfectdDisk Customer Service 1.800.546.9728 x 7806 or customerservice@perfectdisk.com.

• What payment options does Raxco accept for purchases from their Download Store?

  Raxco does accept: Visa, Master Card, American Express, and PayPal.

  Raxco does accept: Euro Card and Carte Bleu

  Raxco does not accept: Debit Cards, Checks, or Money Orders.

Policies

• What does Extended Support and Upgrade Protection provide?

  Extended Support and Upgrade Protection
  
  When you purchase downloadable software from PerfectDisk's online store, Raxco automatically grants you 90 days from date of purchase to download your software order and access your License Keys(s).
  
  If you add Extended Support and Upgrade Protection to your downloadable software purchase order, you will receive the following benefits:
  
  Benefit Description
  
  Upgrade Protection: If a new version of the software becomes available within ONE YEAR of your purchase, you will get this new version free. 
  
  Technical Support: Raxco's highly skilled support reps are available via phone and internet to answer your questions and help resolve any issues that you may have with your product. Access to phone support is available Monday through Friday (except U.S. holidays) between the hours of 8:30 a.m. to 5:30 p.m. Eastern Time.
  
  Re-download Software: Raxco’s online retailer will keep a backup of all of the software on your order for ONE YEAR from date of purchase. If you need to re-download your software; it will be available 24 hours a day, 7 days a week for ONE YEAR from the date of purchase.
  License Key Access    If you need to access your License Key; it will be available 24 hours a day, 7 days a week for ONE YEAR from the date of purchase.
  
  Extended Support and Upgrade Protection is only available at the time of purchase. If you choose to not include Extended Support and Upgrade Protection with your order, you will not be able to purchase at a later date. If you do not purchase Extended Support and Upgrade Protection, your ability to receive new versions of software, access to telephone support, ability to re-download software and access your License Key(s) are limited to 90 days from date of purchase.

• What is Raxco Software’s return policy?

  Raxco’s goal is to make sure that each and every customer is 100% satisfied with their purchase. For this reason, Raxco offers a 30-Day - No Questions Asked - Money Back Guarantee for all purchases.

• How can I remove my email address from receiving emails from Raxco?

  To remove your email address from receiving emails from Raxco, please click the link below and enter your email address:

  http://www.raxco.com/company/mail_remove.cfm

Installation/Licensing

• For Family licenses of PerfectDisk, how many PCs can I run my software on?

  For Family licenses of PerfectDisk, PerfectSpeed and PerfectDisk Windows Home Server, you can run your software on up to 10 PCs in a single household.

• How can I register my PerfectDisk 11 product online?

  After applying your License Key you will be prompted to register your PerfectDisk 11 product online. If you skip or cancel the registration process, you can still register PerfectDisk 11 at a later date by following these steps:

  1) Launch PerfectDisk

   

  2) Across the top of the PerfectDisk window, click on the Product Resources tab

   

  3) On the left hand side of the Product Resources tab screen, click look for Online Resources and click on Register PerfectDisk link. 

• How do I transfer my license to a new computer?

  If you need to transfer your PerfectDisk/PerfectSpeed license from an old computer to a new computer:

  1. Uninstall the software from the old computer
  2. Install the software on the new computer
  3. When prompted, enter your license key

• How do I enter license keys prior to deployment so that I can avoid the need to manually enter a license key on each individual machine in my corporate enterprise?

  PerfectDisk license keys can be deployed using any of the following methods:

  • You can use the PerfectDisk Enterprise Console to deploy license keys.
  • License keys can be deployed using Active Directory Group Policy
  • PerfectDisk can be configured prior to deployment so that the license key is provided upon installation.

  If you need assistance with deploying a PerfectDisk license key in a corporate environment, please contact support@perfectdisk.com.

• Is PerfectDisk required to be licensed on every machine I want to use it on?

  Yes. To remain in compliance with the user agreement, each machine that PerfectDisk is being used on (including laptops) requires a licensed copy of PerfectDisk as well as a license key.

Upgrades

• How do I know if I am eligible for a free upgrade to a current Raxco product?

  You are eligible for a free upgrade to a current Raxco product if you are currently covered by a purchased Extended Support and Upgrade Protection plan.

  In addition, if you purchased a Raxco product within 90 days prior to a new version of that product being released, and you did not purchase Extended Support and Upgrade Protection, you are eligible for a free upgrade because you are covered by Raxco’s 90 day grace period upgrade protection.

  If you are unsure of your eligibility for a free version upgrade, please forward your purchase receipt to customerservice@perfectdisk.com.  

  If you do not have your purchase receipt-- that is obtainable through our Online Store for you here by following these simple steps:

  • 1. Click this link https://cart.raxcoestore.com/cgi-bin/cart
  • 2. Click the Log In button
  • 3 Select the 'My Order History' option, on the left side-bar menu
  • 4. Click the 'Forgot my password' option - Your login information will be emailed to the email your order was placed under

  If you need your receipt sent to an updated email address, use the ‘Change Email’ link on the login page first. Complete those steps, and then come retrieve your receipt from ‘My Order History’